I purchased a new Lenovo P780 phone on Flipkart in January 2014. I was facing problems, first of call quality, and then of the phone going dead. I submitted my phone for repairs at the Kolkata (Park Street) service center on 27th August. I had submitted it for similar repairs a week prior to that, and the phone was ‘serviced’ and returned to me in a few hours, with the problem remaining unresolved. Today is 24th September, and the phone is still not repaired. I was very casually informed last week when I visited the service center in Kolkata that it would take at least one more week to repair my phone. Over the past four weeks, no one from the company bothered to update me on the progress. Last week, when I called the call center, I was told the phone was ready. When I went to the service center, I was told that a new job number had been opened, so the call center gave me the wrong information. I was then very casually told that I should check again next week. The service center executive did not even bother to make eye contact while speaking to me. He was too busy staring at his computer screen. When I wrote to the India Services Executive Director last week, I received this response: “Dear Customer,Please accept my apology and regrets. We are taking this matter with the concerned team and will update you shortly. Thank you for your cooperation and understanding.” One week has passed. No further information. The delay has apparently been caused by a part (motherboard) that is not available as there is plenty of demand for that part. My questions are as follows: 1. Why was a new job number opened (please refer attached for both the job numbers)? 2. How is it that a replacement part has so much demand. Are there so many defective phones supplied by Lenovo?? 3 How is it that no one from Lenovo, either from the Kolkata service center, or from the call center, bothered to call me over the past four weeks and inform me about the delay in repairing my phone? 4. Lenovo surely has some internal SLAs. You will definitely agree that in 2014 it cannot take 4 weeks (and now maybe 5 or more) to repair a new phone (purchased in January 2014). 5. How could the call centre be so misinformed that they sent me to the service center to collect my phone when it was not ready?

Given that I have already been significantly inconvenienced over the past four weeks, I am no longer keen to wait. I believe that Lenovo should do one of the following immediately: 1. Fully repair and deliver my phone to me. 2. Deliver a brand new replacement phone to me. 3. Give me a full refund for the amount paid for the phone. The level of service received over the past four weeks has been of an extremely poor and unacceptable level.

Email Id: ratanpostwalla@gmail.